At Your Service : How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

**A guide to refocusing your business on those who matter most: customers and employees.** Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. __At Your Service__ explains the importance of refocusing your business on your customers and your employees, and just how to do it. * Explains how to create a culture of empowered employees who understand the value of a great customer experience * Advises on the need to communicate that experience to their customers and potential customers * Frank Eliason, recognized by __BusinessWeek__ as the 'most famous... Content: Foreword jeff jarvis xi Foreword brian solis xv Acknowledgments xxi Chapter 1 This Could Be Your Brand 1 Chapter 2 Welcome to Our World of @YourService 7 Chapter 3 It Starts with a Capital C 18 Chapter 4 Do You Tell Your Customers Not to Call You? 25 Chapter 5 Let Me Check with My Boss 34 Chapter 6 The Social Media Hype 40 Chapter 7 The Starting Point 46 Chapter 8 The Snarky Web 51 Chapter 9 Scalable Intimacy 56 Chapter 10 Intimate Connections 65 Chapter 11 The Social Business 78 Chapter 12 Connecting 81 Chapter 13 The First Weeks at Comcast 86 Chapter 14 What Is Your Customer Guarantee? 92 Chapter 15 Tweet Tweet 99 Chapter 16 Driving Change in an Organization 109 Chapter 17 Social Customer Service Is a Failure 115 Chapter 18 An Inside Look at a Call Center 119 Chapter 19 The Basic Tenets of Service 130 Chapter 20 Is Service One of Your Values? 137 Chapter 21 Do You Trust Your Service Team? 142 Chapter 22 The Tail Wagging the Dog 149 Chapter 23 How Do You Speak? 158 Chapter 24 Startle Your Customer 166 Chapter 25 Responding to Social Media Crisis 171 Chapter 26 Doing Social Good 184 Chapter 27 Scale of Change 188 Chapter 28 Who Is Your Chief Customer Officer? 193 Chapter 29 The Power in You 197 Chapter 30 The Relationship Hub 201 Index 207 This book relates to everyone who has ever been frustrated by Customer service, or the lack of focus on employees and Customers over the years. Ultimately, this book will appeal to CEOs, business owners, customer service professionals, or anyone who is trying to learn more about why their own organization is not functioning as they envision. Not since the second industrial revolution has business seen such change going on at once. In the past 30 years we have seen the technology revolution, but today we have a poor economy, worker frustration, social media and the millennial generation impacting business in new ways. There is an external power shift happening in business as customers are taking companies' brand messages away from marketing and PR. Trust of businesses is at or near an all time low. Internally, CEOs seek to understand their customers at all levels as they have a workforce who not only wants to provide that understanding, they are demanding it. There is change in the air. This book provides insights into how customers are changing the landscape of business and what businesses needs to do to respond in today's business world. We will review the current state of business, then provide answers to the new world we will experience. Whether we realize it or not, the revolution in business is upon us. "A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, is seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world, ' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization"-- Provided by publisher A guide to refocusing your business on those who matter most : customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, is seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world, ' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.--Résumé de l'éditeur A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.